Sheldon Carvalho
Customer Success Manager at Graphite
- Role
- Customer Success Manager at Graphite Connect
- Location
- Lehi, UT, US
- LinkedIn followers
- 500 followers
About Sheldon Carvalho
Versatile, dedicated, and knowledgeable professional with a Master\'s degree in Psychology…
Experience
Customer Success Manager
Aug 2022 — Present · Lehi, UT, US
Direct 40% of company’s customer base• Create effective systems and tools to streamline visibility, accountability, and productivity for the CSM department. • Coordinate with support team to ensure software features and tools optimize customer software utilization.• Lead cross-functional customer teams (i.e. Risk, Procurement, Legal, etc.) to ensure compliance and efficiency. • Conduct customized Quarterly Business Reviews (QBRs) to highlight product ROI and to align on customer goals.• Influenced leadership to implement micro teams to increase employee productivity in a matrix organization.KEY RESULTS• 95% customer retention.• Led the 180-degree turnaround of key customer at risk of churn; resulted in key partnership relationship.• Vetted and implemented project management tool (Rocket Lane); used company wide.
Education
Brigham Young University
Bachelor of Arts - BA, Mathematics Teacher Education
2001 — 2004
Chaminade University of Honolulu
Master's degree, Counseling Psychology - School Counselor
2005 — 2008
University of Utah - David Eccles School of Business
Master of Business Administration - MBA, Business Administration and Management, General
2020 — 2022
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